When customer informs sales they they want to return a part , then the sales staff will do a RMA ( RETURN MERCHANDISE AUTHORIZATION )
this triggers to sales staff to arrange a courier to pick up the goods for return
when goods are returned the operations staff know the reason for return already ( the details are on the RMA )
HOW DOES THIS EFFECT ACCOUNTS ?
Accounts will ring customers asking for $$ ,customer will say that the part needs to be returned ,so accounts will ask sales staff to do the RMA